Complaints

This profile includes complaints for Vinebrook Homes Ohio, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vinebrook Homes Ohio, LLC

  3500 Park Center Dr Ste 100 Dayton, OH 45414-2680

  
• 

  Vinebrook Homes Pittsburgh

  2809 Banksville Rd. Pittsburgh, PA 15216

• 

  Vinebrook Homes Cincinnati

  4856 Business Center Way Cincinnati, OH 45246

  
• 

  Vinebrook Homes Jackson

  100 Business Park Dr Ste G Ridgeland, MS 39157-6015

• 

  Vinebrook Homes Omaha

  8710 F St STE 118 Omaha, NE 68127-1532

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,
  
  I am writing to formally advise that during a recent application for a rental property, I was made aware of an eviction action filed in the Missouri court in October 2023 by Vinebrook Homes LLC that has negatively impacted my ability to secure housing. I was never notified of this legal action, nor did I reside at the property in question during the time the alleged events took place. I have documented proof verifying that I did not live at the address when the eviction was filed.
  
  Upon discovering this erroneous filing, I contacted the court and was referred to the attorney's office representing Vinebrook Homes LLC. Unfortunately, my efforts to address the issue with the attorney's office were met with unprofessionalism, rudeness, and a complete lack of cooperation. I have also called the only phone number publicly listed for Vinebrook Homes repeatedly over the past two weeks. Each time, I was assured someone would return my call within two days—yet I have not received a single response.
  
  The only means of communication available appears to be through an answering service, which forwards messages without any apparent resolution or follow-up. This situation has created unnecessary stress, wasted a significant amount of my time, and forced me to hire someone to assist in navigating this matter—adding both financial and emotional strain.
  
  I am demanding that this issue be resolved immediately. The eviction filing is inaccurate and unjust, and it is now impeding my ability to secure housing. I request that Vinebrook Homes LLC and/or their legal representatives take immediate action to correct the record and remove the erroneous eviction from my file

  

  Business Response

  Date: 05/12/2025

  Dear Mr. ********,

  Thank you for contacting us and sharing your concerns regarding the eviction filing in Missouri. We understand the impact this situation has had and appreciate the opportunity to respond.

  Following a thorough review conducted by our Eviction Team, we found that the eviction action filed in October 2023 was related to an unpaid balance associated with your account. At this time, we have no records on file indicating a formal roommate release or any documentation confirming that you no longer resided at the property during the period in question.

  Additionally, our records show that multiple attempts were made to reach you via phone, text, and email regarding this matter. Unfortunately, we did not receive a response to those outreach efforts, which limited our ability to resolve the issue prior to legal action.

  We encourage you to contact our authorized collections partner, ****** ********, at ************. They are best equipped to assist you in reviewing your account, discussing the outstanding balance, $5,896.05, and providing guidance on any further steps needed.

  Per company policy, the balance on your account must be resolved before any updates can be made to your record. We are committed to working with you toward a fair resolution and encourage you to take the necessary steps with ****** ******** as soon as possible.

  Sincerely,
  VineBrook Homes
  

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/4 the new fridge that was placed in my home went out. I put a work order in and a tech called me around noon saying he was sitting out in front of my home. I told him I was not there and could be home shortly. He said we are supposed to be able to go into your home even if you are not here I told him I changed my locks because I had two men try to get in my home at night and they said Vinebrook sent them . He commenced to telling me I was violating my lease and he hung up. I got email that same day about my so called violation no mention of correcting the bad fridge issue. On 5/5 I put another workorder in to advise that I would be home on 5/6 all day but what I got back was another email telling me I was in violation for changing my locks and I would be billed for a lock change but and threatening my tenure at the property but again no mention of the bad fridge. This problem with work orders has been going on since I lived here that I do most of my own work around here because I am a property manager and my techs come faster than where I pay my rent. If they had the same energy in rectifying the problem as they do in harassing residents they would not have such a bad reputation. I am going on now 3 days with no fridge, coolers in my kitchen filled with ice and food, no help from them and multiple threats about some locks. I am giving my notice but until then I want a fridge. I have a receipt for the food I bought on 5/4 that I’m trying to save that I want reimbursed.

  

  Business Response

  Date: 05/07/2025

  Dear Ms. ****,

  We sincerely apologize for the inconvenience caused by the delay in addressing your refrigerator issue. After the technician’s visit, it was confirmed that the refrigerator needs to be replaced. An appointment has been scheduled to complete this work, and we appreciate your patience as we resolve the matter.

  Thank you for speaking directly with your Property Manager. Please continue coordinating with the local team for any additional assistance—they remain your best point of contact for prompt support.

  Regarding the lock change, while we are obligated to enforce lease terms for property access, we understand your safety concerns and regret any distress caused by the communication. Your feedback has been noted and will be reviewed internally.

  For your food loss reimbursement request, please submit your receipt directly to the Property Manager so it can be evaluated per policy.

  We remain committed to resolving your concerns and thank you again for your patience.

  Sincerely,
  VineBrook Homes
  
  

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been renting from Vinebrook homes since February of 2024 and have had a constant plumbing leak that they have not fixed the entire time we have lived here. It has cost us money from the water leaking constantly and now lost wages as today the hot water handle blew off the shower and scalded my husband’s skin. We called Vinebrook yet again and was told by the answering service it would be 24 hours for Vinebrook to respond and we had to shut the water off to control the problem. My husband lost wages due to having to take off work and fix the problem himself. The plumbing still isn’t fixed even after a maintenance man came out yesterday. They have sent several people out and still have not properly repaired the issue. This has been an ongoing issue for well over a year and we have still yet to see resolution. I have requested compensation for my husband having to take off work and the repair we had to make on our own and the cost incurred for our water bill. My husband could’ve been seriously injured. We just want our plumbing fixed, we pay our rent and expect them to fix the problem. We have had them out here multiple times and they still haven’t fixed the problem. I believe our rent should be refunded due to them not fixing the problem for well over a year. We’ve had to take off work several times to be here for their repair man to show up and still have no resolution to the problem. They have never tested for mold which could cause potential health problems for my family or even replaced the drywall in the basement where the water leaked through the ceiling causing holes and stains in the ceiling. I have videos and pictures of the leaks. We couldn’t use our shower for several months last year because of the leak. We would like our rent refunded from the several months of their incompetence and neglect.

  

  Business Response

  Date: 05/09/2025

  Dear *****,

  Thank you for taking the time to share your concerns. We sincerely apologize for the frustration and inconvenience this ongoing plumbing issue has caused your household. Your experience is not the standard we strive to uphold, and we understand the impact that unresolved maintenance problems can have—especially when they affect your health, time, and financial well-being.

  We take the matter of the hot water handle incident very seriously. We are especially concerned to hear about the injury sustained by your husband and want to express our wishes for his swift and complete recovery.

  To address your current concerns, we have scheduled a technician to assess the reported concerns of possible biological growth. This visit is scheduled for Monday,5/12/225 between 8:00 AM and 5:00 PM. Should any issues be identified, we will take immediate and appropriate action to remedy them. We will also communicate all findings with you directly following the inspection.

  Regarding prior service, our records indicate that multiple technicians, including third-party plumbers, have visited the home over the course of the tenancy. In several cases, they were unable to replicate the reported leak. Additionally, we’ve noted challenges with accessing the property during some of these appointments, which has delayed full resolution efforts.

  As a reminder, when a resident submits a maintenance request, it grants our team permission to enter the property during business hours to complete repairs. While we always welcome residents to be present during visits, it is not required. If there are pets in the home, please ensure they are properly caged and secured for the safety of our technicians. 

  We acknowledge your request for compensation, including reimbursement for water bills, time off work, and rental refunds. While we understand the hardship, after a full review of your maintenance history and service notes, we will not be issuing a rent refund at this time. Our teams have made consistent and repeated efforts to address your concerns, including engaging third-party service providers.

  However, your feedback is important, and we are committed to ensuring this matter is resolved moving forward. Should our upcoming inspection confirm any additional repairs or remediation, we will act accordingly.

  Thank you again for your patience and for continuing to communicate with us. Please feel free to contact our Customer Service team at ************** or by email at ********************************** if you have any further questions.

  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 06/02/2025

  Yes, they did fix the leak.  They did not repair the holes or stains in the bathroom ceiling but did replace the bathtub. They did not test our home for mold which is still concerning but they did spray a bleach spray into the ceiling.  

  

  Business Response

  Date: 06/09/2025

  Dear *****,

  Thank you for your update. We’re glad the leak and tub replacement were completed, and we understand your concerns about the ceiling and potential biological growth.

  A work order has been assigned to our third-party vendor, Faith Environmental, to inspect and address any biological growth. ***** from Faith Environmental will be contacting you today, 6/09/2025, to schedule this inspection.

  Once their work is complete, a maintenance technician is scheduled to repair any holes or discoloration in the ceiling.

  As these new service requests move forward, please be prepared to safely cage or secure any pets in advance of scheduled technician visits to ensure the work can be completed efficiently.

  If you need any additional assistance, please contact our Customer Service team at [email protected] or call ************. For future reference, your Resident Portal (***************************) is the fastest and most efficient way to submit and track service requests.

  We appreciate your patience as we complete this process.

  Sincerely,

  VineBrook Homes 

   

• Initial Complaint

  Date:05/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The leasing office added $300 of utility bills due the day rent was due. There's no forewarning or schedule to when utilities will be charged. I am forced to pay my utility payments with my rent or I am late on my RENT for utility payments. That should be illegal. In the 3 years I've rented here in recently asked for hardship assistance due to the unethical utilities added. I was denied although I meet all of the criteria. I am looking for a lawyer for these unfit and unfair practices amongst renters.

  

  Business Response

  Date: 05/02/2025

  Dear *****,
  Thank you for taking the time to share your concerns. We understand how important transparency is when it comes to rent and utility charges, and we appreciate the opportunity to clarify the process.

  Your current lease, which began on December 12, 2024, includes a signed Utility Addendum outlining that Water, Sewer, and Trash are Owner Paid utilities. As part of this agreement, VineBrook Homes pays the invoices for these services and then assesses the corresponding charges to your resident ledger for reimbursement, as outlined in your lease terms.

  Prior to transitioning to the current third-party biller, your utility invoices were shared directly with you via email for payment to be made along with the upcoming rent. This practice has remained consistent, though the method of delivery has changed with the new billing system. A notification was emailed to your account on January 17, 2025, informing you of this transition to Conservice, our third-party utility billing partner.

  Monthly utility statements are mailed by Conservice around the 12th of each month, allowing time for review before the charges are applied to your ledger on the 1st of the following month. For example:
  Your April 2025 utility charges were mailed and posted to your ledger on 4/1/25, and payment was received.
  Your May 2025 utility charges were mailed and posted on 5/1/25.

  Please be sure to check your email regularly to ensure you receive important updates regarding your account, including billing notices and process changes. If you did not receive your utility statements or are unable to locate them, we encourage you to reach out to Conservice directly at **************. For your convenience, a copy of your most recent invoices and the signed utility addendum are attached to this message for your review.

  We also acknowledge your concerns regarding the hardship assistance application. While we understand how difficult these situations can be, each request is evaluated based on specific eligibility criteria. We regret that your request was not approved but remain committed to supporting residents where possible.

  We value your residency over the past three years and are here to assist you further if needed. Please don’t hesitate to contact us at ************** with any additional questions or concerns.
  

  Sincerely,
  VineBrook Homes
  
  
  

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been renting this property since Feb 2023. Since roughly Jan of 2025 I have been having electrical issues. Twice in the month of April. My outlets are melting throughout the home and is becoming a hazard. On 4/28/2025. I filed another maintaince request. I have called a total of 6 times to resolve this issue. I asked to speak to a supervisor and never received a call. I was told an email was sent to me at [email protected] regarding details, yet I did not receive any. Each time I called in, I was told that I was moved to an urgent status and that I would be getting service repairs that day. I indeed did not get repairs done. With me working from home, I have lost 4 days worth of wages. This can potentially put my on thin ice with my employer. I can not go on location to work, being that I had to be available for an electrician to enter my home.

  

  Business Response

  Date: 05/01/2025

  Dear ******,

  Thank you for your continued patience as we work to resolve the electrical issues you've reported. We understand the seriousness of the situation and the impact it has had on your daily routine and work-from-home needs.

  Following your recent service request submitted on 4/28/2025, your Property Manager, *****, reported she has spoken with you directly to confirm the best contact number and discuss next steps. After internal review with our Service Supervisor, Aaron we’ve reassigned your work order to an outside vendor for faster resolution due to the recurring nature of the issue. The vendor who serviced the home in December has been contacted, and we are working to have them return as soon as their schedule allows.

  You can expect the following:
  Vendor Communication: The assigned vendor will reach out directly to coordinate their visit and access to the home.
  Service Oversight: Supervisor Aaron will continue to monitor the progress to ensure timely follow-up after the vendor visit.
  Concession Request: Your Property Manager has noted your request regarding loss of wages and the impact on May rent. While our immediate focus is resolving the electrical hazard, she will follow up with you regarding potential concessions after the vendor's assessment is complete.

  We truly regret any delays or miscommunication and are committed to getting this resolved promptly and safely. Please feel free to contact ***** directly at ************** *** **** with any additional questions or updates in the meantime. 
  

  Sincerely,
  VineBrook Homes
  
  

   

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vinebrook Homes started using a new billing company called Conservice, and I received an email informing me of the change January 17,2025. We received our utility bill that is due May 1, 2025, and the bill states that we owe a sewer charge of $67.22 for the usage dates of 11/30/2024-12/31/2024, a sewer charge of $67.22 for the usage dates of 1/31/2025-2/28/2025, and a trash charge of $24.41 for the usage dates of 1/1/2025-1/31/2025. On the same bill, we had another trash charge of 24.41 for usage dates 1/31/2025-3/2/2025 and a water bill for $58.91 for the usage dates of 2/13/2025-3/12/2025 which I am not disputing since they are only two months behind the May 1, 2025 due date. I was told by Vinebrook utilities on 4/25/2025 that the utility bill is always 2 months behind but nothing more. I sent an email to Vinebrook utilities and Vinebrook customer service on April 20,2025, sent an email to Chelsea Gebhart with Vinebrook on April 21,2025, and then called the Vinebrook Homes number and left a message with their third party call center on April 22,2025 to file my complaint. I got a call from Vinebrook on April 25,2025 at 1:53pm. I informed the lady of the issue about being charged double utilities on one utility bill as well as 3 of the charges being from months ago and one from 2024. She stated that when they transitioned over to Conservice, it messed up the billing cycle for Vinebrook causing back pay charges. I let her know that it isn’t our fault that their transition did not go smoothly, but they cannot send us a bill with double charges, one from 2024, and the others from January and February that are due for May 2025. She stated that we used the service so we pay, I told her we would happily pay if the bills were sent on time. I looked at Vinebrook reviews and saw another tenant complain of this issue. Vinebrook did not even send us an explanation with our bill. This is Vinebrook’s responsibility to pay, not ours because it was their mistake!

  

  Business Response

  Date: 05/06/2025

  Dear *****,
  
  Thank you for reaching out and for taking the time to communicate your concerns. We truly appreciate your patience during this process and value the opportunity to provide further clarification.
  
  Following our last email and phone call from the Utility Team, we wanted to ensure the information shared was clear and complete. We hope this message clarifies anything that may have been missed.
  
  As previously explained, the utility charges reflected on your May 1, 2025, bill—including sewer usage from 11/30/2024–12/31/2024 and 1/31/2025–2/28/2025, as well as trash charges from 1/1/2025–3/2/2025—were the result of delays caused by our transition to Conservice, our new third-party billing provider. While it is our standard practice to bill utility usage with a two-month delay, the transition temporarily impacted the timing of when specific invoices were received and posted.
  
  We understand how frustrating it can be to receive multiple charges at once—some dating back several months—especially when no accompanying explanation is included on the statement. Please be assured that these are not duplicate fees but actual service charges that VineBrook paid at the time of service and are now reconciling through your ledger, as outlined in your lease and utility addendum.
  
  To ensure all residents were informed, an email notice announcing the transition to Conservice was sent on January 17, 2025. It is vital to consistently check your email for such notifications, as we use this method to communicate important updates regarding billing, policies, and resident services. We regret any confusion that may have resulted if this notice was overlooked.
  
  Looking ahead, we hope the Conservice system will provide a more consistent and transparent billing experience. You can expect to receive your monthly utility bills by mail around the 12th of each month, with payment due alongside your upcoming rent.
  
  For your convenience, if you have questions about future utility charges, you may contact Conservice directly at **************.
  
  Again, we apologize for the inconvenience and thank you for your patience and understanding as we continue to improve your resident experience.
  
  Sincerely,
  VineBrook Homes

  Customer Answer

  Date: 05/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Although the email was sent on January 17,2025 (as I had stated in my initial complaint, I check my emails and read them daily), there was nothing in the email indicating that we may have multiple charges at once and that the transition to Conservice would cause a delay in the billing cycle resulting in back pay. I stand by my initial complaint that an error and billing delay caused by you, Vinebrook, should be paid for by Vinebrook. The transition not running smoothly has nothing to do with us. I understand I more than likely won’t win this battle against you all because you don’t treat your tenants right. I refuse to give up willingly. You will have to tell me you refuse to take responsibility for you error, or BBB will have to close this case. I will not willingly accept your response. 
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been double charged for my utilities since the month of October and then on top of it I’ve been charged almost a $400 waterbill for the month of December 28 through January 28 and the bill that I received was $97 and I paid that I’ve been trying to get in contact with somebody about matter of my utilities and I have yet still to hear back from anyone And I still have to pay the money or it’s going to put me in eviction status

  

  Business Response

  Date: 05/01/2025

  Dear ****,
  Thank you for reaching out regarding your utility billing. We understand the concern caused by unexpected charges and the importance of having a clear breakdown. After reviewing your account and speaking with our Utility Manager, we want to share the following information for full transparency.
  

  Billing Review Summary
  Your ledger reflects utility charges based on actual service dates. After thorough review, we can confirm that you have not been double billed. Each charge corresponds to the appropriate utility usage period while you have lived in the home. The appearance of multiple bills recently is due to a delay in billing during our transition to a new utility billing service provider (Conservice) in February 2025. While the charges are just now appearing, they are for service periods that had not yet been invoiced.
  
  Charges Reflected on Your Ledger
  October 2024
  Water: $39.20 (8/27–9/26/24)
  Sewer: $61.04 (8/31–9/30/24)
  

  November 2024
  Water: $26.92 (9/27–10/23/24)
  Sewer: $61.04 (8/31–9/30/24)
  

  December 2024
  Water: $39.20 (10/24–11/25/24)
  Sewer: $61.04 (9/30–10/31/24)
  Trash: $73.20 (10/01–12/31/24)
  

  January 2025
  Water: $97.73 (11/26–12/27/24)

  February 2025

  switch to Conservice no charges

  March 2025
  Sewer: $61.04 (10/31–11/30/24)
  Sewer: $61.04 (11/30–12/31/24)
  

  April 2025
  Sewer: $61.04 (12/31/24–1/31/25)
  
  Pending Charges (Not Yet on the Ledger)
  We want to proactively inform you of the following pending charges that are not yet reflected on your account but will appear in upcoming bills. This will help you plan ahead and avoid confusion:
  Water: $367.64 (12/28/24–1/23/25) – under credit review
  Water: $43.74 (1/24/25–2/24/25)
  Water: $30.51 (2/25/25–3/26/25)
  Sewer: $61.04 (1/31/25–2/28/25)
  Sewer: $61.04 (2/28/25–3/31/25)
  
  High Water Bill and Credit Request
  We do acknowledge the unusually high-water bill for the period of December 28, 2024, through January 23, 2025, totaling $367.64. A maintenance repair was completed on December 27, 2024, for a continuously running toilet. We are submitting a credit request to the water provider on your behalf. If approved, the credit will typically reduce or eliminate water charges for upcoming billing periods.
  
  Next Steps & Support
  We’ve attached your full ledger for your review. For help arranging a payment or understanding your rent balance, please contact our Collections Team at 855-513-5678.
  While the credit review is underway, we encourage you to continue making your rent payments to avoid complications with your lease status.

  We appreciate your patience and understanding as we work to ensure your account is accurate and fair. Please don’t hesitate to reach out if you have additional questions or concerns our Customer Service team is eager to help. 

  Sincerely,
  VineBrook Homes
  
  

  Customer Answer

  Date: 05/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it took Vine Brook almost 2 months to respond. I had to reach out to the Better Business Bureau in order to get a response and a breakdown in my utilities which I have emailed, called and left messages and even if with me disputing the almost $400 water bill I still have to pay it, which is an inconvenience for me because they are taking their time to get back in touch with me. I have to be out of the property by 13 May andI have yet to hear back from them and the only reason why I’m even hearing anything is because you all reached out to them so no I am not satisfied. Vine Brook is the worst company in the world to lease from. I would not recommend them to the dead . If I do not pay that $400 they will not accept my rent payment and that’s not fair on my behalf.
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 05/01/2025

  Dear ****,

  Thank you for your response. We sincerely regret the frustration and inconvenience you’ve experienced, and we understand how upsetting delays in communication and billing concerns can be — especially when you’ve made multiple attempts to seek assistance.

  We want to reassure you that your request for a credit regarding the high-water bill has been formally submitted to the utility provider. Unfortunately, at this time, we are unable to apply or guarantee any credits until the provider completes their review and issues a formal decision. We understand this timing places an unexpected burden on you, and we are doing everything within our power to advocate on your behalf.

  Regarding your upcoming move-out and any rent-related concerns, we strongly encourage you to contact our Collections Team directly at 1-855-513-5678. They can work with you to explore available options to address your rent payment and help you avoid further disruption while the utility credit is under review.

  We truly regret that your experience with VineBrook has not met expectations. While we cannot change the past delays, we are committed to resolving this matter fairly and transparently.

  If there is anything further, we can assist with, please don’t hesitate to reach out.
  

  Sincerely,
  VineBrook Homes
  

  Customer Answer

  Date: 05/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i’m rejecting this response to because Vine Brook has my information and my contact information my email and phone number and my address and they still have yet to reach out to me. They’re only responding because you all are reaching out to them so no, I’m not satisfied and I will not be satisfied until it comes off my bill and I get reimbursed for the other bills that I was over charged for!
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 05/02/2025

  Dear ****,

  We are writing to confirm that the utility provider has approved a $150.17 credit for water service charges from December 28, 2024, to January 23, 2025, due to the reported plumbing issue. This credit will be applied to your utility balance. Your updated ledger is attached for your review.

  We acknowledge and regret the delay in communication you’ve experienced. While this matter was escalated through the Better Business Bureau, your concerns are valid and taken seriously regardless of how they reached us.
  
  If you have additional questions or if there is anything else we can assist you with, please contact our Customer Service team, 1-855-513-5678.
  

  Thank you for your patience as we worked to resolve this matter.
  

  Sincerely,
  VineBrook Homes
  
  

   

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i'm having a problem with my landlord Vinebrook Homes again. We had this problem late fall 2023 when they were going to have a 3rd party take over paying our AEP bill. after the 2ndf time of getting our electric turned off do to no fault of our own. We were paying our bill on time to them Vinebrook was behind on paying to AEP. We were able to make an agreement that allowed me to take back over making payments to AEP on my own. Well this new lease agreement we again of come across a dilemma were they our now using a newer 3rd party provided to pay our AEP bill. However, I didn't notice this was happening. Till I notice charges on my rental payment. I did go to the office and spoke with ***** ****** who assured me that there wouldn't be a problem this time. I did explain to him the problem I had the last time they tried this. So here we are again. Having to write another letter to you. Something I didn't want to do again. however, I myself have made payments to AEP for January, February, March and now April. and I have also made the payments to the 3rd party company through my billing on Vinebrook. When talking to AEP they stated no other payments have been made to my account so goes to show that the 3rd party wasn't even making my payment to them even though I was paying them. AEP can tell because the payment is coming directly from my checking account. I have spoken with Vinebrook on several occasions and have sent numerous of emails with responses that are not solving the problems. they only keep coming up with more excuses. We have lived here over 10 years with no complaints we pay everything on time. I work hard for my money and can't keep double paying for things because I'm afraid to have my electric turned off or kicked out of my house. Plus I have used up some of my savings to make these double payments.

  

  Business Response

  Date: 04/25/2025

  Dear *******,

  Thank you for bringing your concerns to our attention. We truly regret the frustration and inconvenience this utility billing issue has caused, and we appreciate your continued communication and long-term residency.

  We understand the seriousness of your concern regarding duplicate payments and your past experience with third-party utility billing. Please know that our team is actively working to resolve this.

  Our local manager, ***** ******, is currently coordinating with our utility billing team to conduct a full audit of your account. This includes reviewing all payments made directly to AEP and those made through VineBrook. Based on our current records, a credit should be applied to your next billing cycle—or possibly the one following—as the account is reconciled. You can expect direct follow-up from Mr. ****** once the audit is complete.

  To ensure alignment with our billing system and avoid future disruptions, please make all AEP payments through your VineBrook resident account going forward. Additionally, if you receive any direct communication from AEP regarding service or payment issues, please notify us immediately so we can intervene as needed.

  If you have any questions before the local manager’s follow-up, our Customer Service team is available to assist at ************.

  Thank you again for your continued patience and partnership as we work to resolve this matter.

  Sincerely,
  VineBrook Homes 

  
  

• Initial Complaint

  Date:04/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday night April 5th, 2025 the hot water heater has gone out in the home that I am renting from Vinebrook Homes. On Sunday, April 6th, 2025 I went online to the portal to open up a work order. The work order request is ********. It is now Wednesday April 9, 2025 and no one has contacted me regarding no hot water. This is the third time the water heater has gone out. They have replaced it with a aftermarket water element and the manufactured part and it has still gone out. I can't properly bathe nor sanitize my home thoroughly without working hot water. As of today they have marked the order as in progress but no resolution.

  Customer Answer

  Date: 04/10/2025

  I spoken with ******* today. Someone is coming out to resolve the issue.  Thank you

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in the property in July of 2024. There has been many maintenance issues. The first issue was when my air went out and it took them about 4/5 dauy to repair in 100 degree weather. I have put in three maintenance request regarding basement flooding. This issue has damaged clothing, furniture, etc. Every-time it rains I’m getting water off the floor. It’s also causing mold and mildew!!!!!!Yesterday the basement was filled with water I couldn’t get it all up. I put in a maintenance request. Also, last night at approximately 1 am the ceiling fell in on my son as he was sleeping. At that time, I placed a maintenance request. This morning a guy called saying he’s on the way to look at the basement. I asked him did you get the request regarding the ceiling. He said NO he only had a request for the basement. Once he arrived he called back saying he had the request for the ceiling. He explained he would put a piece of plastic up and send a third party company back out today and the basement wasn’t his concern at this time. As of 7:00 pm central time the roof isn’t fixed and basement still flooded. I called customer service at 12 pm no call back. I called aback at 5:30 no call back.The peel and stick flooring is coming up in EVERY ROOM!!! I pay 1400 in rent and it’s constant issues with this property

  

  Business Response

  Date: 04/11/2025

  Dear *********,

  Thank you for your patience throughout this matter, and for bringing these concerns to our attention. We sincerely apologize for the numerous inconveniences you’ve experienced during your residency. It is never our intention for any resident to feel uncomfortable or dissatisfied in their home, and we regret that your experience has not met the standards we strive to uphold.

  Given the ongoing maintenance issues, you've described and in the interest of resolving this matter fairly, we are in agreement to proceed with a mutual termination and release of your lease agreement.
  

  We appreciate your tenancy and would like to ensure a smooth transition for you. At your earliest convenience, please follow up with the Property Manager at ************ to provide your intended notice to vacate date. This will help us coordinate the necessary next steps for your move-out and finalize the agreement.
  

  Again, we apologize for the inconvenience and distress this situation has caused, and we thank you for your patience and understanding as we work toward a resolution.
  

  Sincerely,
  VineBrook Homes